Summary
Overview
Work History
Education
Skills
Timeline
Generic

Saskatchewan Randolph

Shreveport,LA

Summary

Customer-oriented Supervisor with over 10 years progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.

Overview

26
26
years of professional experience

Work History

Help Desk Supervisor

GDiT
Shreveport, LA
04.2017 - Current
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Provided ongoing training to address staff needs.

  • Set specific goals for projects to measure progress and evaluate end results.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Implemented strategies to take advantage of new opportunities.
  • Excellent project management and organizational skills.
  • Excellent verbal and written communication skills.
  • Ability to set goals and clearly articulate to team.
  • Accepting of dynamic changes in the workplace.
  • Ability to work under pressure and meet deadlines.
  • Supported VA hospital and clinic operations using customer service skills and detailed system knowledge.

Member Service Supervisor

BroadPath Healthcare
Shreveport, LA
02.2015 - 02.2017
  • Managed floor operations in busy center handling 500 plus daily inquiries.
  • Mentored and motivated employees in regards to service quality, knowledge and performance.
  • Prepared monthly reports on payment and demographics.
  • Completed investigations of problems and discrepancies to resolve issues quickly and efficiently.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coached staff on strategies to enhance performance and improve customer relations.

Client Service Manager

Quest Diagnostics
Lenexa, KS
02.2007 - 02.2015
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Collections Specialist

Ford Motor Credit Company
Irving, TX
07.1999 - 01.2007
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Reviewed accounts to determine payment plan compliance.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Completed skip traces on customers failing respond to collection efforts.
  • Prepared documentation required for collection and repossession activities.

Customer Service Representative

Merck
Irving, TX
08.1997 - 01.1999
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Processed prescription transfer requests from competitors.

Education

Associate in Electronics Engineering Technology -

Northwestern State University of Louisiana
Natchitoches, LA
12.1996

Skills

  • Process optimization
  • QC
  • Customer relations
  • Conflict mediation
  • Problem Resolution
  • CRM HubSpot
  • Account management
  • Customer support
  • High-energy attitude
  • Inbound and Outbound Calling
  • Microsoft Office expertise
  • Technologically savvy
  • Product organization
  • Senior leadership support
  • Data input
  • Excellent project management and organizational skills
  • Excellent verbal and written communication skills
  • Ability to set goals and clearly articulate to team
  • Accepting of dynamic changes in the workplace
  • Team management
  • Strong interpersonal skills
  • Strong analytical and analyzing skills
  • Ability to adapt
  • Ability to prioritize tasks
  • Strong planning skills
  • Strong problem-solving skills
  • Ability to work under pressure and meet deadlines
  • MS Office/G-Suite
  • SaaS Salesforce
  • Zendesk and Jira

Timeline

Help Desk Supervisor

GDiT
04.2017 - Current

Member Service Supervisor

BroadPath Healthcare
02.2015 - 02.2017

Client Service Manager

Quest Diagnostics
02.2007 - 02.2015

Collections Specialist

Ford Motor Credit Company
07.1999 - 01.2007

Customer Service Representative

Merck
08.1997 - 01.1999

Associate in Electronics Engineering Technology -

Northwestern State University of Louisiana

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Saskatchewan Randolph